US20060222168A1 - Softphone - Google Patents
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- US20060222168A1 US20060222168A1 US11/099,869 US9986905A US2006222168A1 US 20060222168 A1 US20060222168 A1 US 20060222168A1 US 9986905 A US9986905 A US 9986905A US 2006222168 A1 US2006222168 A1 US 2006222168A1
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- 238000004590 computer program Methods 0.000 claims 6
- 238000012544 monitoring process Methods 0.000 claims 1
- 238000012795 verification Methods 0.000 claims 1
- 239000003795 chemical substances by application Substances 0.000 description 81
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5133—Operator terminal details
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
- H04M3/4234—Remote access to features of PBX or home telephone systems-teleworking in a PBX
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/0024—Services and arrangements where telephone services are combined with data services
- H04M7/0033—Notification or handling of incoming calls by a computer
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
- H04M7/1205—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal where the types of switching equipement comprises PSTN/ISDN equipment and switching equipment of networks other than PSTN/ISDN, e.g. Internet Protocol networks
- H04M7/129—Details of providing call progress tones or announcements
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/54—Arrangements for diverting calls for one subscriber to another predetermined subscriber
Definitions
- the present invention relates to remotely or virtually operated call centers.
- the remote agent call center includes a softphone, a telephony switch, an agent telephone, an IVR, and an agent bridge.
- the agent workstation is connected to the softphone, typically via an Internet connection.
- the softphone is connected to the telephony switch and the agent bridge.
- the agent telephone is also connected to the agent bridge.
- the agent bridge is connected to the switch as well.
- the IVR receives an initial call from the agent and transfers the agent telephone to the agent bridge, such that when an incoming call is received at the telephony switch, the telephone switch can connect the incoming call to the agent using the agent bridge and when the incoming call is disconnected, the connection to the agent telephone is maintained.
- FIG. 1 is a functional block diagram of a portion of a remote agent call center consistent with an embodiment of the present invention
- FIG. 2 is a functional block diagram of a portion of a remote agent call center consistent with an embodiment of the present invention
- FIG. 3 is a functional block diagram of FIG. 1 and FIG. 2 combined;
- FIG. 4 is a flowchart illustrative of a method of logging into the system of FIG. 3 ;
- FIG. 5 is a graphical user interface consistent with an embodiment of the present invention.
- FIGS. 1-5 An embodiment of the present invention will now be described with reference to FIGS. 1-5 . While the present invention is described with particular reference to conventional telephony protocols in a virtual or remote call center setting, one of ordinary skill in the art will recognize the present invention would be useful with other protocols, such as, for example, Voice Over Internet Protocol (VoIP), and in other remote access systems, such as, for example, telecommuting, or the like.
- VoIP Voice Over Internet Protocol
- remote access systems such as, for example, telecommuting, or the like.
- the business rules include, for example, that the agent operate in a relatively noise fee environment such that the customer receives high call quality.
- the rules also suggest that customer calls should be answered quickly, efficiently, and reliably by a smart and friendly agent.
- the agent must have the ability to resolve the subject matter of the call and/or be capable of transferring the customer to a supervisor or someone who can resolve the subject matter.
- the present invention was developed with the several principles in mind, which include, but are not limited to, the following.
- the system must connect the agent such that the agent can quickly and efficiently take calls. In other words, the system must be set up such that the agent's telephone does not “ring” every time the system transfers a customer to the agent.
- the system must be arranged such that another person in the agent's vicinity cannot accidentally answer the call from a customer.
- the agent must be able to acknowledge an incoming customer call to avoid a call being delivered to an unavailable agent.
- the customer must be seamlessly forwarded to another agent.
- the system must deliver the call in a timely manner.
- the system was designed to deliver a customer call within about 2 to 15 seconds and more preferably about 7 seconds; therefore, the call line should be established prior to needing to deliver a call. While the above are some of the primary reasons for the present invention, the present invention also was designed to allow easy scalability so it was designed without the need for special equipment at the agent's workstation. Moreover, the system was designed to use conventional interconnectivity, such as, for example, common Internet connections, telephony connections, and the like.
- RACC 100 includes an agent workstation 102 , a softphone 104 , a control server 106 , an interactive voice response (“IVR”) server 108 , an agent bridge 110 , and a telephony switch 112 .
- Softphone 104 may require an IVR interface 114 .
- the agent workstation 102 could be a proprietary workstation, but conventional processors work well.
- workstation 102 could be a desktop computer, a laptop computer, a server, a mainframe, a blade, or other processing device.
- the agent connects to softphone 104 through the agent workstation 102 over a network connection 120 .
- Network 120 could be any type of network, such as, for example, a LAN, WAN, WLAN, WiFi, Ethernet, Internet, or the like. If using the Internet, workstation 102 could connect to softphone 104 using conventional browsers, such as, for example, Microsoft Explorer. The softphone 104 communicates with the other systems to provide the overall call control and system functionality.
- the agent bridge 110 acts like a phone in a traditional call center and allows the remote agent to mimic a physical presence in a traditional call center.
- the control server 106 is used for call control with the telephony switch 112 .
- Telephony switch 112 could be a number of conventional switches such as, for example, an Avaya G3r switch.
- control server 106 provides interaction between the softphone 104 and the proprietary protocols of the Avaya G3r switch.
- the IVR server 108 is used to connect or dial into the agent bridge 110 . While shown as separate units for convenience, it would be possible to combine parts of RACC 100 .
- server should be construed broadly and includes, for example, desktop computers, laptop computers, traditional servers, blades, PDAs, mainframe computers, and the like.
- each of the parts of RACC 100 are shown connected by communication links 116 .
- Communication links 116 may be one or more conventional communication links including, for example, cables, fibers, wireless connections, LANs, WANs, WLANs, WiFi, ribbon cables, buses, the Internet, or the like.
- FIG. 2 shows the incoming call connection for RACC 100 .
- Incoming call 202 generally originates from the telephone system (which is typically a PSTN system, but could be other protocols) shown generically as a voice network 204 .
- the incoming call is routed to telephony switch 112 that connects incoming call 202 to agent bridge 110 .
- Agent bridge connects the incoming call 202 to a telephone 206 of the remote agent, typically through the same voice network 204 . If a VoIP network is used, agent bridge 110 may route the incoming call 202 through a VoIP gateway 208 (shown in phantom) to the telephone 206 .
- Agent bridge 110 could route incoming call 202 over a separate voice network 210 that may or may not use the same protocols as voice network 204 , which may require some protocol conversions.
- RACC 100 is shown in more detail.
- RACC 100 includes agent workstation 102 , connected to softpone 104 , call control service 106 , IVR server 108 , which in Figure three includes agent bridge 110 , and telephony switch 112 .
- Telephony switch 112 is connected to voice network 204 to receive incoming call 202 , and telephone 206 .
- a protocol converter such as VoIP gateway 208 may be used.
- a web center 302 and real time monitor 304 may be connected as well as is explained further below.
- Agent 306 logs into system 100 as will be described with reference to FIG. 4 and flowchart 400 .
- agent 306 at workstation 102 logs into telephony switch 112 by first accessing softphone 104 via workstation 102 , step 402 .
- Accessing softphone 104 may include security provisions, such as, a login procedure, a security module installed at workstation 102 that softphone 104 recognizes, or the like.
- softphone 104 provides a phone number to call and pass-code to the agent, step 404 .
- the call in number and pass-code could be pre-assigned or provided randomly and dynamically by softphone 104 .
- the remote agent dials the call in number on the telephone 206 and is connected to IVR server 108 , step 406 .
- IVR server 108 prompts the remote agent 306 to dial the pass-code, step 408 .
- the agent inputs the pass-code, step 410 .
- IVR server 108 contacts softphone 104 to verify the pass-code for the particular call in number, step 412 .
- IVR server 108 transfers the agent telephone connection to agent bridge 110 .
- softphone 104 could supply the pass-code to IVR server 108 prior to the remote agent dialing in.
- IVR server 108 connects telephone 206 to agent bridge 110 . If the pass-code is invalidated, IVR server 108 could disconnect telephone 206 , prompt agent 306 to redial the pass-code, prompt agent 306 to confirm the call in number, some combination thereof, or the like.
- agent bridge 110 which is similar to a conference bridge, allows the system to simulate remote agent 306 being physically located in a traditional call center by providing a continuous, open telephone line to telephone 206 .
- a control connection 308 maintained between telephone switch 112 and agent bridge 110 is provided for individual call controls, as will be explained further below.
- the agent bridge 110 allows telephony switch 112 to merge incoming calls 202 such that telephone 206 can be connected to new incoming calls.
- Agent 306 would be alerted to a new call by a tone from agent bridge 110 delivered to telephone 206 over the continuous, open telephone line to telephone 206 .
- Agent bridge 110 also provides mechanisms to merge a recording device 308 to the call when incoming call 202 is merged to provide call recording capability and quality control.
- the control server 106 connects to the telephony switch 112 .
- Some telephony switches such as the Avaya switch, use proprietary controls. In those instances, the control server 106 may require libraries and the like to use a proprietary protocol to perform call control and switch functions, such as, for example, calls in queue, completed calls, agent state changes, and the like).
- Control server 106 may be integrated into the softphone 104 as desired.
- the control server 106 largely passes commands and events between softphone 104 , agent bridge 110 , and telephony switch 112 . Control server 106 may perform some processing of the commands and events, such as, for example, protocol conversions and the like.
- Web center 302 provides a portal for access to systems and applications necessary for the remote agent 306 to access via workstation 102 .
- Web center 302 may, for example, provide authentication of the remote agent's login, provide tools for the agent to launch various programs, such as the softphone connection, and access to customer specific information.
- Real time monitor 304 takes events from other applications, applies various rules, and provides data. Generally the real time monitor 304 monitors call distribution, tracks agents to manage agent productivity and use, and provides error information.
- the web center 302 and real time monitor 304 are described herein for completeness, but are generally known in the art and only described in relation to the softphone architecture.
- softphone 104 includes IVR interface 114 .
- IVR interface 114 allows softphone 104 to interface with IVR server 108 and telephony switch 112 as necessary by converting the softphone data transfer protocols.
- IVR interface 114 may control various processes as well.
- Softphone 104 provides message-passing middleware. It receives messages from the other components of RACC 100 and disburses tasks, additional requests, or provides data in response to the messages. It is envisioned that Softphone 104 would accept standard communication protocols, such as, for example, TCP, UDP, and the like.
- FIG. 5 represents a possible user interface 500 residing on a display associated with workstation 102 .
- User interface 500 provides information for the agent, but also information that can be monitored by real time monitor 304 .
- interface 500 includes a plurality of fields 502 and a plurality of tool buttons 514 .
- Fields 502 may include, for example, a caller ID field 504 , an agent state field 506 , an in queue field 508 , and a call length timer 510 .
- Field 512 represents that other, more, or less fields are possible.
- Tool buttons 514 may include conventional call control buttons, such as, for example, an answer call button 516 , a release call button 518 , a hold call button 520 , a record call button 522 , a transfer call button 524 (which could be multiple buttons as shown—with warm transfer being where the transferring party speaks to the transferred to party prior to transfer and a cold transfer being a transfer without the transferring party speaking to the transferred to party prior to transfer), and a dial outbound call button 526 .
- caller ID field 504 provides an indication of what number the caller called.
- Agent state field 506 provides an indication of the state of an agent, such as, Available, Busy/On Call, Break, After Call Wrap, and the like.
- the in queue field 510 could provide an indication of whether this group of agents has calls lined up.
- Call length field 512 could provide an indication of the time the agent has been on the current call. Other, more, or less fields are possible.
Abstract
Description
- The present invention relates to remotely or virtually operated call centers.
- There is a growing trend in the call center industry to support virtual or remote agents. The benefits of virtual or remote agents include the ability to attract higher quality operators, reduced operating and facility costs, access to more potential operators as the operator is no longer tied to a geographic location, better disaster recovery and system redundancy, and the like. The benefits of remote access are being implemented in many large entities for more than call center operation. For example, the Federal Government and many state governments have introduced legislation to encourage telecommuting and in some cases have changed policy to require a certain percent of employees to telecommute.
- The trends towards more remote access will likely increase in the coming years with pressures to bring services back to the United States and pressures from increasing fuel prices and the like. Unfortunately, existing infrastructure in the field is inadequate to support the increase in remote access. For example, the infrastructure for remote or virtual call center operations is inefficient, of limited scalability, and costly.
- Thus it would be advantageous to develop an improved infrastructure to support remote access.
- To attain the advantages and in accordance with an aspect of the present invention a remote agent call center is provided. The remote agent call center includes a softphone, a telephony switch, an agent telephone, an IVR, and an agent bridge. The agent workstation is connected to the softphone, typically via an Internet connection. The softphone is connected to the telephony switch and the agent bridge. The agent telephone is also connected to the agent bridge. The agent bridge is connected to the switch as well. The IVR receives an initial call from the agent and transfers the agent telephone to the agent bridge, such that when an incoming call is received at the telephony switch, the telephone switch can connect the incoming call to the agent using the agent bridge and when the incoming call is disconnected, the connection to the agent telephone is maintained.
- The foregoing and other features, utilities and advantages of the invention will be apparent from the following more particular description of a preferred embodiment of the invention as illustrated in the accompanying drawings.
- The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments of the present invention, and together with the description, serve to explain the principles thereof. Like items in the drawings may be referred to using the same numerical reference.
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FIG. 1 is a functional block diagram of a portion of a remote agent call center consistent with an embodiment of the present invention; -
FIG. 2 is a functional block diagram of a portion of a remote agent call center consistent with an embodiment of the present invention; -
FIG. 3 is a functional block diagram ofFIG. 1 andFIG. 2 combined; -
FIG. 4 is a flowchart illustrative of a method of logging into the system ofFIG. 3 ; and -
FIG. 5 is a graphical user interface consistent with an embodiment of the present invention. - An embodiment of the present invention will now be described with reference to
FIGS. 1-5 . While the present invention is described with particular reference to conventional telephony protocols in a virtual or remote call center setting, one of ordinary skill in the art will recognize the present invention would be useful with other protocols, such as, for example, Voice Over Internet Protocol (VoIP), and in other remote access systems, such as, for example, telecommuting, or the like. - If one looked to how traditional call centers operate, one could develop a set of rules that define the operation of well run call centers. The business rules include, for example, that the agent operate in a relatively noise fee environment such that the customer receives high call quality. The rules also suggest that customer calls should be answered quickly, efficiently, and reliably by a smart and friendly agent. Furthermore, the agent must have the ability to resolve the subject matter of the call and/or be capable of transferring the customer to a supervisor or someone who can resolve the subject matter.
- To achieve these rules, the present invention was developed with the several principles in mind, which include, but are not limited to, the following. First, the system must connect the agent such that the agent can quickly and efficiently take calls. In other words, the system must be set up such that the agent's telephone does not “ring” every time the system transfers a customer to the agent. Second, the system must be arranged such that another person in the agent's vicinity cannot accidentally answer the call from a customer. Third, the agent must be able to acknowledge an incoming customer call to avoid a call being delivered to an unavailable agent. Fourth, if the first selected agent is unavailable, the customer must be seamlessly forwarded to another agent. Fifth, the system must deliver the call in a timely manner. As a rule of thumb, the system was designed to deliver a customer call within about 2 to 15 seconds and more preferably about 7 seconds; therefore, the call line should be established prior to needing to deliver a call. While the above are some of the primary reasons for the present invention, the present invention also was designed to allow easy scalability so it was designed without the need for special equipment at the agent's workstation. Moreover, the system was designed to use conventional interconnectivity, such as, for example, common Internet connections, telephony connections, and the like.
- Referring now to
FIG. 1 , a basic system for remote agent call center 100 (“RACC”) is shown. RACC 100 includes anagent workstation 102, asoftphone 104, acontrol server 106, an interactive voice response (“IVR”)server 108, anagent bridge 110, and atelephony switch 112. Softphone 104 may require anIVR interface 114. Theagent workstation 102 could be a proprietary workstation, but conventional processors work well. For example,workstation 102 could be a desktop computer, a laptop computer, a server, a mainframe, a blade, or other processing device. The agent connects tosoftphone 104 through theagent workstation 102 over anetwork connection 120. Network 120 could be any type of network, such as, for example, a LAN, WAN, WLAN, WiFi, Ethernet, Internet, or the like. If using the Internet,workstation 102 could connect tosoftphone 104 using conventional browsers, such as, for example, Microsoft Explorer. Thesoftphone 104 communicates with the other systems to provide the overall call control and system functionality. Theagent bridge 110 acts like a phone in a traditional call center and allows the remote agent to mimic a physical presence in a traditional call center. Thecontrol server 106 is used for call control with thetelephony switch 112.Telephony switch 112 could be a number of conventional switches such as, for example, an Avaya G3r switch. Thus, for example, using the Avaya G3r switch,control server 106 provides interaction between thesoftphone 104 and the proprietary protocols of the Avaya G3r switch. TheIVR server 108 is used to connect or dial into theagent bridge 110. While shown as separate units for convenience, it would be possible to combine parts of RACC 100. Moreover, the term server should be construed broadly and includes, for example, desktop computers, laptop computers, traditional servers, blades, PDAs, mainframe computers, and the like. Further, each of the parts of RACC 100 are shown connected bycommunication links 116.Communication links 116 may be one or more conventional communication links including, for example, cables, fibers, wireless connections, LANs, WANs, WLANs, WiFi, ribbon cables, buses, the Internet, or the like. -
FIG. 2 shows the incoming call connection for RACC 100. Incomingcall 202 generally originates from the telephone system (which is typically a PSTN system, but could be other protocols) shown generically as avoice network 204. The incoming call is routed totelephony switch 112 that connectsincoming call 202 toagent bridge 110. Agent bridge connects theincoming call 202 to atelephone 206 of the remote agent, typically through thesame voice network 204. If a VoIP network is used,agent bridge 110 may route theincoming call 202 through a VoIP gateway 208 (shown in phantom) to thetelephone 206.Agent bridge 110 could routeincoming call 202 over aseparate voice network 210 that may or may not use the same protocols asvoice network 204, which may require some protocol conversions. - Referring to
FIG. 3 ,RACC 100 is shown in more detail. As explained above,RACC 100 includesagent workstation 102, connected tosoftpone 104, callcontrol service 106,IVR server 108, which in Figure three includesagent bridge 110, andtelephony switch 112.Telephony switch 112 is connected to voicenetwork 204 to receiveincoming call 202, andtelephone 206. Moreover, a protocol converter, such asVoIP gateway 208 may be used. Aweb center 302 and real time monitor 304 may be connected as well as is explained further below. - Agent 306 logs into
system 100 as will be described with reference toFIG. 4 andflowchart 400. First, agent 306 atworkstation 102 logs intotelephony switch 112 by first accessingsoftphone 104 viaworkstation 102,step 402. Accessingsoftphone 104 may include security provisions, such as, a login procedure, a security module installed atworkstation 102 that softphone 104 recognizes, or the like. Next,softphone 104 provides a phone number to call and pass-code to the agent,step 404. The call in number and pass-code could be pre-assigned or provided randomly and dynamically bysoftphone 104. The remote agent dials the call in number on thetelephone 206 and is connected toIVR server 108, step 406.IVR server 108 prompts the remote agent 306 to dial the pass-code, step 408. The agent inputs the pass-code,step 410. On receipt of the pass-code,IVR server 108contacts softphone 104 to verify the pass-code for the particular call in number, step 412. On confirmation,IVR server 108 transfers the agent telephone connection toagent bridge 110. Alternatively,softphone 104 could supply the pass-code toIVR server 108 prior to the remote agent dialing in. Once validated,IVR server 108 connectstelephone 206 toagent bridge 110. If the pass-code is invalidated,IVR server 108 could disconnecttelephone 206, prompt agent 306 to redial the pass-code, prompt agent 306 to confirm the call in number, some combination thereof, or the like. - As mentioned above,
agent bridge 110, which is similar to a conference bridge, allows the system to simulate remote agent 306 being physically located in a traditional call center by providing a continuous, open telephone line totelephone 206. A control connection 308 maintained betweentelephone switch 112 andagent bridge 110 is provided for individual call controls, as will be explained further below. Theagent bridge 110 allowstelephony switch 112 to mergeincoming calls 202 such thattelephone 206 can be connected to new incoming calls. Agent 306 would be alerted to a new call by a tone fromagent bridge 110 delivered totelephone 206 over the continuous, open telephone line totelephone 206.Agent bridge 110 also provides mechanisms to merge a recording device 308 to the call whenincoming call 202 is merged to provide call recording capability and quality control. - The
control server 106 connects to thetelephony switch 112. Some telephony switches, such as the Avaya switch, use proprietary controls. In those instances, thecontrol server 106 may require libraries and the like to use a proprietary protocol to perform call control and switch functions, such as, for example, calls in queue, completed calls, agent state changes, and the like).Control server 106 may be integrated into thesoftphone 104 as desired. Thecontrol server 106 largely passes commands and events betweensoftphone 104,agent bridge 110, andtelephony switch 112.Control server 106 may perform some processing of the commands and events, such as, for example, protocol conversions and the like. -
Web center 302 provides a portal for access to systems and applications necessary for the remote agent 306 to access viaworkstation 102.Web center 302 may, for example, provide authentication of the remote agent's login, provide tools for the agent to launch various programs, such as the softphone connection, and access to customer specific information. Real time monitor 304 takes events from other applications, applies various rules, and provides data. Generally the real time monitor 304 monitors call distribution, tracks agents to manage agent productivity and use, and provides error information. Theweb center 302 and real time monitor 304 are described herein for completeness, but are generally known in the art and only described in relation to the softphone architecture. - If necessary,
softphone 104 includesIVR interface 114.IVR interface 114 allowssoftphone 104 to interface withIVR server 108 andtelephony switch 112 as necessary by converting the softphone data transfer protocols.IVR interface 114 may control various processes as well. -
Softphone 104 provides message-passing middleware. It receives messages from the other components ofRACC 100 and disburses tasks, additional requests, or provides data in response to the messages. It is envisioned thatSoftphone 104 would accept standard communication protocols, such as, for example, TCP, UDP, and the like.FIG. 5 represents a possible user interface 500 residing on a display associated withworkstation 102. User interface 500 provides information for the agent, but also information that can be monitored by real time monitor 304. For example, interface 500 includes a plurality offields 502 and a plurality oftool buttons 514.Fields 502 may include, for example, acaller ID field 504, anagent state field 506, an inqueue field 508, and acall length timer 510.Field 512 represents that other, more, or less fields are possible.Tool buttons 514 may include conventional call control buttons, such as, for example, ananswer call button 516, arelease call button 518, a hold call button 520, arecord call button 522, a transfer call button 524 (which could be multiple buttons as shown—with warm transfer being where the transferring party speaks to the transferred to party prior to transfer and a cold transfer being a transfer without the transferring party speaking to the transferred to party prior to transfer), and a dialoutbound call button 526. These conventional call controls are supplied bysoftphone 104 totelephony switch 112 andagent bridge 110 to provide conventional call control forincoming call 202. Because thecontrol tool buttons 514 provide conventional controls, although controlled via the softphone interface instead of traditional IVR or touch tone control, it will not be explained further herein. The field 520 provide information useful for the back office. For example,caller ID field 504 provides an indication of what number the caller called.Agent state field 506 provides an indication of the state of an agent, such as, Available, Busy/On Call, Break, After Call Wrap, and the like. The inqueue field 510 could provide an indication of whether this group of agents has calls lined up. Calllength field 512 could provide an indication of the time the agent has been on the current call. Other, more, or less fields are possible. - While the invention has been particularly shown and described with reference to an embodiment thereof, it will be understood by those skilled in the art that various other changes in the form and details may be made without departing from the spirit and scope of the invention.
Claims (31)
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US14/057,343 US20140044252A1 (en) | 2005-04-05 | 2013-10-18 | Softphone |
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Cited By (6)
Publication number | Priority date | Publication date | Assignee | Title |
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US20070091833A1 (en) * | 2005-10-25 | 2007-04-26 | International Business Machines Corporation | System and method for using mobile phones as handsets for IP softphones |
US20080055263A1 (en) * | 2006-09-06 | 2008-03-06 | Lemay Stephen O | Incoming Telephone Call Management for a Portable Multifunction Device |
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Also Published As
Publication number | Publication date |
---|---|
WO2006107667A3 (en) | 2007-10-18 |
US8565413B2 (en) | 2013-10-22 |
US20140044252A1 (en) | 2014-02-13 |
WO2006107667A2 (en) | 2006-10-12 |
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